Candour Coffee: Returns, Replacement & Refund Policy

Effective Date: 24/07/2025
Last Updated: 24/07/2025

Your satisfaction is important to us. This policy explains our process for returns,
replacements, and refunds in a clear and fair manner, in compliance with Indian consumer
protection laws.

1. General Policy
As coffee is a fresh, perishable food product, we cannot accept general returns for items
once they have been delivered.

2. Conditions for a Replacement
We will provide a replacement only in the following specific cases:
● The product was damaged during transit.
● You received a product different from what you ordered.
● The product has a verified quality issue, such as defective packaging that
compromises the coffee.

3. Mandatory Claim Procedure
To be eligible for a replacement, you must follow this procedure precisely:

1. Contact Us Promptly: You must email us at support@candourcoffee.com within
48 hours of receiving your delivery.

2. Provide Clear Evidence: Your email must include:
○ Your Order Number.
○ A clear, unedited unboxing video that starts by showing the outer package
with the Candour Coffee seal still intact. The video must continue without
cuts to show the package being opened and the damaged or incorrect
product inside.
○ Clear photographs of the product, its label, and the packaging.

3. Keep the Product: The product must remain unused and in its original packaging
until we have reviewed your claim.
Claims that do not include the mandatory unboxing video or are submitted after 48
hours will not be processed. This process is essential to help us verify transit damage and
protect against fraudulent claims.

4. What is Not Covered
Replacements or refunds will not be provided for:
● Subjective preferences regarding flavour, aroma, or grind size.
● Issues arising from incorrect storage or handling by the customer.
● Delays in delivery caused by our courier partners.

5. Refunds
● A refund will only be processed if a replacement for a valid claim is not possible.
● Refunds will be credited to your original method of payment. Please allow up to 3-4
weeks for the amount to reflect in your account, as processing times depend on
banks and payment gateways.
● Shipping charges are non-refundable.

6. Fraud Prevention
We reserve the right to reject incomplete or fraudulent claims. Any such activity may lead to account suspension and potential legal action, with no refund being applicable.